Dispute Resolution Policy
Last updated: June 2026 | Gateway & Banks Limited | Company No. [PENDING REGISTRATION]
1. Introduction
Gateway & Banks Limited ("we", "us" or "our") is committed to providing excellent service and ensuring a fair, transparent and efficient process for resolving any dispute or complaint raised by our clients. This policy describes the steps clients should take when raising a dispute regarding an application, package fees, company formation, Bank Account or Merchant Account onboarding, or any other matter, and explains how we will handle, review, and resolve such matters.
This policy applies to all applicants and clients, including those residing in the UK, Cyprus and elsewhere, subject to the applicable law set out in section 7.
2. How to Submit a Complaint or Dispute
If you wish to raise a complaint or dispute regarding your application, package fees, timelines, service delivery, cancellations, refunds or any other matter, please contact our customer support team via one of the following channels:
Email: info@gatewayandbanks.co.uk
Phone: [PHONE NUMBER] (available Monday–Friday, 09:00–17:00 GMT)
Postal address: [REGISTERED OFFICE ADDRESS]
To help us review and resolve the matter as quickly as possible, please provide the following details: your full name and account email address, your application reference number or invoice number, a clear description of the issue, and any supporting evidence or documentation.
3. Review and Response Timelines
Upon receiving your formal complaint, we will acknowledge receipt within 2 business days, provide an initial response within 5 business days, and deliver a comprehensive final written response within 15 business days of first receiving the complaint. If additional time is required, we will notify you and provide an updated timeline.
4. Resolution Outcomes
Depending on the findings of the review, possible outcomes may include: a full or partial refund of package fees, completion or correction of missing service components, an adjustment or credit applied to your engagement, or a goodwill gesture where deemed appropriate.
5. Internal Escalation Process
If you are not satisfied with the final resolution, you have the right to request an internal escalation. Your matter will be referred to a senior review manager who was not previously involved in the case. The senior review manager will issue a final written decision within 10 business days of the escalation request.
6. External Dispute Resolution (ADR) and EU Customers
If the dispute has not been resolved after completing our full internal escalation procedure, you may seek independent external remedies. EU residents purchasing services online may submit complaints via the European Commission Online Dispute Resolution platform at: https://ec.europa.eu/consumers/odr/
7. Governing Law and Jurisdiction
This Dispute Resolution Policy is governed by and construed in accordance with the laws of England and Wales. Any legal proceedings shall be brought before the competent courts in London, United Kingdom. If you are a consumer residing in Scotland, Northern Ireland, or an EU member state, you may also benefit from the mandatory consumer protection laws of your country of residence.
8. Policy Amendments
Gateway & Banks Limited reserves the right to update, amend or revise this policy at any time. Updates will be published on our official website and take effect immediately upon publication.
Contact Us
info@gatewayandbanks.co.uk | [PHONE NUMBER]